Guest Relations Officer

Overview

Job Responsibilities

• All members to be greeted professionally, treated equally, receive exceptional and consistent service, feel valued and comfortable in their environment.
• Holds a positive attitude towards all members and is resourceful in finding resolutions and supporting queries.
• Proactively collect feedback from members, document and share it. Ensure the correct action is taken to handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Proactively engage people in exercise and activity is at the heart of everything you do.
• Brand awareness creation, always go the extra mile to engage members.
• Attend all members calls and identify and assess members needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication with members and the CORE team.
• Build a value for money culture amongst members and the CORE team.
• Customer education about the standards, rules, and regulation inside the club.
• Be Backs and prospect management is consistently followed up within 48 hours.
• Calls are delivered according to the SOP, with energy and enthusiasm.
• Membership administration is carried out efficiently and with attention to detail.
• Participation in all marketing and community building activities
• Well presented, courteous and proactive in his/her duties.
• Good understanding of CRM and booking system.
• Have a full understanding of CORE products and processes.
• Have a full understanding of the department structure and polices.
• Details of all prospects to be promptly submitted to the system and to the prospects file with 100% accuracy, keeping the confidentiality of the members data.
• Have a thorough understanding of the membership tiers, payment options, polices and terms & conditions.
• Maintain daily operations including opening, operating, and closing procedures. Consistently fill in the reception and reservation checklists.
• Confirmation of all booked appointments.
• Control entry into all areas by restricting all unauthorized individuals.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions are taken.
• Ensure all members go through all communication plans and the steps of the member journey effectively to maximize the results and keep them engaged.

Experiences & Qualifications

• University Diploma or Bachelor s
• Minimum of 2 years experience required within guest service or customer care in fitness or wellness (hospitality).
• Available to work flexible hours.
• Customer centric with a high level of enthusiasm and a positive attitude.